Moveworks - Detailed Review
Customer Support Tools
Moveworks - Product Overview
Moveworks Overview
Moveworks is an AI-driven platform that revolutionizes employee support and workplace efficiency, particularly within large enterprises. Here’s a detailed overview of its primary function, target audience, and key features:
Primary Function
Moveworks acts as a universal AI copilot, integrating with various business applications to provide a single, conversational interface for employees. This platform automates tasks, resolves issues, and offers instant access to information, thereby streamlining workplace support and enhancing employee productivity.
Target Audience
Moveworks is specifically designed for large enterprises with complex workflows and multiple applications. Its primary users include enterprise employees, as well as HR and IT teams. Companies like Salesforce, Palo Alto Networks, Pinterest, and DocuSign are among its over 350 enterprise customers. The platform is particularly valuable for organizations with at least 2,000 employees, where information is spread across many systems and access privileges vary.
Key Features
Natural Language Understanding
Moveworks uses advanced natural language processing (NLP) and natural language understanding (NLU) to interpret complex employee queries and provide intuitive, conversational interactions.
Custom Integrations
The platform seamlessly connects with various enterprise tools such as Slack, Microsoft Teams, ITSM, HRIS, and ERP systems, allowing for fluid task automation across different platforms.
Task Automation
Moveworks reduces manual tasks by executing multi-step workflows autonomously, saving significant time and resources. For example, it can handle tasks like password resets, software installations, and network connectivity issues without human intervention.
Access from Anywhere
Employees can access the platform from anywhere, using a chat interface or web browser, to resolve issues and execute tasks without disrupting their workflows.
Contextual Adaptability
The platform learns the unique processes, language, and workflows of the organization, ensuring that responses and task executions are contextually relevant and effective.
Analytics for Continuous Improvement
Built-in analytics help highlight gaps and trends, enabling businesses to identify priorities and enhance service delivery over time.
Security and Compliance
Moveworks is built with enterprise-grade security features, ensuring the protection of sensitive employee data and compliance with industry regulations.
By integrating these features, Moveworks enhances workplace efficiency, reduces support overhead, and improves the overall employee experience.
Moveworks - User Interface and Experience
User Interface of Moveworks
The user interface of Moveworks, an AI-driven customer support tool, is crafted to be intuitive, seamless, and highly accessible for employees across various departments.
Intuitive Interface
Moveworks provides a single conversational interface that allows employees to search for information and automate tasks across all their business applications. This interface is integrated into platforms where employees already work, such as enterprise messaging apps (e.g., Slack, Microsoft Teams), web browsers, intranets, and service portals. This integration ensures that employees do not need to switch between multiple applications to find the information they need or to perform tasks.
Ease of Use
The interface is user-friendly and does not require employees to have any special training or technical knowledge. Moveworks uses natural language understanding (NLU) to interpret employee requests, making it easy for users to interact with the system using everyday language. The system can handle requests related to IT, HR, and other business functions directly through chat or messaging platforms, reducing the need for manual intervention.
Automated Tasks and Information Access
Moveworks combines powerful search capabilities with the ability to take action across the entire tech stack. It can summarize files, book meetings, and apply world knowledge to help employees work more efficiently. The system can also answer complex questions and perform tasks that require multiple steps or calls to plugins, all within a matter of seconds.
Dynamic Follow-Up Questions
To ensure accuracy and relevance, Moveworks AI Assistant uses dynamic follow-up questions to hone in on the right answers quickly. This interactive approach helps employees get the precise information they need without delay.
Data Grounded Responses
Responses provided by Moveworks are grounded in the organization’s data and verified with citations, ensuring credibility and confidence in the information. The system can search across both structured and unstructured data sources, including knowledge bases, files, and trusted external repositories.
Security and Permissions
Moveworks enforces permissions from source systems, ensuring that only authorized employees can access specific information. This control over who sees what maintains the security and integrity of the organization’s data.
Overall User Experience
The overall user experience is streamlined and efficient. Moveworks reduces the volume of repetitive support questions, freeing up the support team for more critical tasks. For example, in the case of Mercari, the implementation of Moveworks resulted in a 74% reduction in ticket volume and saved 8,000 hours of routine IT work per month. This indicates a significant improvement in productivity and employee satisfaction.
Conclusion
In summary, Moveworks offers a seamless, intuitive, and highly efficient user interface that integrates well with existing workflows, making it easy for employees to find information and automate tasks without needing extensive training or technical expertise.
Moveworks - Key Features and Functionality
Moveworks Overview
Moveworks offers a comprehensive AI-driven platform for customer support and IT service management, packed with several key features that enhance efficiency, reduce workload, and improve employee satisfaction.
Automated Ticket Resolution and Routing
Moveworks’ AI platform can resolve support tickets automatically or route them to the right service desk agent. This is achieved through advanced natural language understanding and machine learning algorithms that categorize tickets accurately and add relevant work notes, ensuring data remains clean and agents stay focused on resolving issues.
Self-Service Capabilities
The platform integrates with various systems to deliver the right resources to employees through a conversational chat interface. This includes solving issues such as password resets, policy questions, and software provisioning without the need for human intervention. Employees can get help instantly, reducing the burden on the IT and HR teams.
Knowledge Base Management
Moveworks helps identify gaps in the knowledge base and prioritizes the creation and update of articles that will have the most impact. Once new articles are written, the AI platform automatically ingests them, ensuring employees have access to up-to-date information. This ensures that employees see relevant answers directly in their enterprise chat or web portal.
Issue Triage and Resolution
The AI can handle open-ended questions and execute complex workflows across various systems. It can triage issues to the right experts, automate the entire ticket lifecycle, and even proactively identify recurring issues. This minimizes support wait times and provides insights into how to improve existing systems.
Form Filling and Permissions Management
Employees can fill out and submit forms directly through the chat platform using natural language. The AI also manages permissions by offering personalized solutions based on an employee’s access level, ensuring that access to tools like Tableau or other software is granted efficiently.
Password Resets and Account Unlocking
Moveworks integrates with identity management systems like Active Directory and Okta to automate password resets and account unlocking. This reduces the number of IT tickets significantly and prevents lockouts by proactively messaging employees.
Centralized Platform
The platform acts as a single conversational interface where employees can resolve issues from start to finish, whether it’s fixing VPN problems, requesting PTO, or generating a sales report. This centralization streamlines tasks and makes it easier for employees to find information and get help.
Insights and Reporting
Moveworks provides AI-powered insights that help businesses identify trends in questions, uncover gaps in knowledge, and measure the impact of every investment. This allows teams to focus on the most impactful initiatives and report on the value and impact of the Moveworks platform.
Automation of Workflows
The platform automates workflows across all departments, including IT, HR, Finance, and Facilities. This automation includes tasks such as setting up PTO, troubleshooting software issues, and submitting expense reports, all through a simple conversational interface.
By integrating AI into these features, Moveworks significantly enhances the efficiency of support operations, improves employee satisfaction, and allows support teams to focus on higher-value tasks.
Moveworks - Performance and Accuracy
Performance
Moveworks has been recognized for its strong performance in various aspects. According to the Forrester Wave™: Conversational AI for Employee Services, Q3 2024 report, Moveworks was named a Leader, receiving the highest score possible in 14 of the 20 criteria within the Current Offering category and tying for the top rank in the Strategy category.Efficiency and Adoption
Moveworks is praised for its ease of adoption and use. Customers have noted the speed at which they were able to adopt the platform and its ease of use for end users. This has led to increased productivity and improved employee satisfaction.Automation and Search
The platform effectively unites enterprise search with automation, enabling a seamless transition from solution discovery to action and self-serviced resolution. This integration helps in reducing the volume of support questions and freeing up the support team for more critical tasks.Accuracy
The accuracy of Moveworks is highlighted through its advanced capabilities:Resolution Rate
Moveworks’ virtual agent has a high resolution rate, solving a significant number of support issues automatically without the need for human intervention. For instance, Equinix’s virtual agent, powered by Moveworks, assigns high-touch issues to the correct subject-matter experts with a 96% accuracy rate, similar to that of human help desk agents.Language Models
The platform is powered by industry-leading language models that can understand employee queries and build multi-step plans to resolve them. This ensures that employees get accurate and relevant information, regardless of how they describe an issue or in which language they communicate.Limitations and Areas for Improvement
While Moveworks performs well in many areas, there are some limitations and areas where it could improve:User Interface
Some customers have reported that Moveworks lacks a good user interface, which can impact user experience and adoption rates.Technical Support
There have been issues with delays in technical support, which can be frustrating for users needing immediate assistance.Feature Delivery and Customer Engagement
Customers have noted issues with feature delivery and customer engagement, suggesting that Moveworks could improve its communication and rollout of new features.Data Source Limitations
There are limitations around where the data can be sourced, which might restrict the platform’s ability to access all necessary information.Online Community
Moveworks lacks an online community, which could be beneficial for users to share knowledge, best practices, and support each other. In summary, Moveworks demonstrates strong performance and accuracy in its ability to automate tasks, provide efficient support, and integrate with various business applications. However, it faces some challenges related to user interface, technical support, feature delivery, data sourcing, and community support. Addressing these areas could further enhance the overall user experience and effectiveness of the platform. Moveworks - Pricing and Plans
When it comes to the pricing structure of Moveworks, a key point to note is that the company does not publicly disclose its pricing details. Here are some key points to consider:
Custom Pricing
Moveworks provides custom pricing for its AI-powered support platform. This means that the cost is determined on a case-by-case basis, likely depending on the specific needs and size of the organization.No Free Plan
Moveworks does not offer a free plan. Users must engage with the company to get a quotation for their specific requirements.Premium Plans
The pricing is typically quotation-based for premium plans, which suggests that the features and costs are customized to fit the particular needs of each client. This approach allows for a more personalized solution but does not provide a standard pricing tier that can be easily compared to other products.Features
While the exact pricing is not available, Moveworks offers a range of features including:Key Features:
- AI-powered IT automation
- Knowledge management
- Streamlined onboarding
- Enterprise search
- Service management
- Provision management
- Knowledge Studio for generating knowledge articles
Contact for Pricing
Given the lack of publicly available pricing information, it is recommended to contact Moveworks directly to get a detailed quote and understand the specific costs and features that would be included in your plan. Moveworks - Integration and Compatibility
Moveworks Overview
Moveworks, an AI-driven customer support tool, is notable for its extensive integration capabilities and broad compatibility across various platforms and devices. Here are some key points on how it integrates and its compatibility:
Integrations with Enterprise Systems
Moveworks integrates seamlessly with a wide range of enterprise systems to provide comprehensive support. It connects with tools such as Active Directory, SharePoint, Microsoft 365, and many more. For instance, it can provision and deprovision software licenses, unlock accounts, reset passwords, and manage email distribution lists by integrating with these systems.
Microsoft Teams and Microsoft Entra
Moveworks is tightly integrated with Microsoft Teams, allowing employees to resolve tech issues directly within the Teams platform. This integration enables employees to get instant support for IT, HR, finance, legal, and facilities issues using natural language understanding (NLU) and conversational AI.
Additionally, Moveworks can be integrated with Microsoft Entra ID for single sign-on (SSO) capabilities. This allows users to be automatically signed in to Moveworks using their Microsoft Entra accounts, simplifying access management and enhancing security.
Multi-Platform Compatibility
Moveworks supports integration with a vast array of business systems, including but not limited to:
- HR systems like Workday, Oracle HCM Cloud, and SAP SuccessFactors
- IT service desks like ServiceNow, Freshdesk, and Jira
- Collaboration tools such as Slack, Google Workspace, and Microsoft Exchange
- Cloud storage services like Google Drive, Dropbox, and Box
- Other systems like Salesforce, Zendesk, and GitHub.
Language and Global Support
Moveworks’ conversational AI is fluent in nine languages, making it a global solution for employee support. This multilingual capability ensures that employees around the world can receive instant help, regardless of their location or language.
Deployment and Accessibility
Moveworks can be quickly deployed to the workforce through Microsoft AppSource, reducing the time-to-value significantly. This ease of deployment and accessibility through various platforms ensures that employees can get support wherever they are, whether in the office or working remotely.
Conclusion
In summary, Moveworks’ extensive integration with various enterprise systems, its compatibility with multiple platforms, and its global language support make it a versatile and effective tool for providing AI-driven customer support.
Moveworks - Customer Support and Resources
Moveworks Overview
Moveworks offers a comprehensive suite of customer support options and additional resources, all driven by advanced AI technology, to ensure employees can get the help they need efficiently and effectively.Omnichannel Support
Moveworks provides support across multiple channels, including chat, web, email, and public channels like Slack. This ensures that employees can seek help through the platform they are most comfortable with. The Moveworks Channel Resolver can jump into conversations on public channels to offer reactive support, reducing the burden on IT teams to monitor all messages.Self-Service Capabilities
The platform combines all business systems into a single conversational chat platform, allowing employees to resolve issues automatically. This includes tasks such as password resets, policy questions, and accessing knowledge base articles. Moveworks’ AI-powered chatbot can solve a wide range of issues across various departments, including IT, HR, Finance, and Facilities.Multilingual Support
Moveworks is equipped to support a global workforce by offering multilingual capabilities. Employees can file tickets in their preferred language, and the platform automatically translates the ticket so any agent can understand the issue. This feature ensures that support is available 24/7 in the employee’s native language, eliminating the need for localized service desks.Centralized Access and Automation
The Moveworks AI Copilot centralizes access to all business applications, allowing employees to find information and automate tasks from a single platform. This simplifies work by unifying every business system, making it easier for employees to get what they need without having to switch between different applications.Insights and Reporting
Moveworks provides advanced insights tools that help identify trends in questions, uncover gaps in the knowledge base, and prioritize knowledge articles. These insights enable businesses to focus on the most impactful initiatives, measure the impact of every investment, and report on the value and impact of Moveworks.Integration and Customization
For developer teams, especially those integrating with Salesforce, Moveworks offers extensive customization tools. These tools allow developers to leverage AI for automating repetitive tasks, optimizing performance, and creating efficient workflows across different systems. This customization capability is particularly beneficial in data-intensive environments.Conclusion
Overall, Moveworks’ AI-driven customer support tools are designed to make getting help at work as easy and efficient as possible, by providing a unified, automated, and multilingual support experience. Moveworks - Pros and Cons
Advantages of Moveworks
Moveworks offers several significant advantages that make it a valuable tool in the AI-driven customer support category:Cross-Functional Support
Moveworks extends its support beyond IT to include HR, finance, and facilities departments, allowing it to address a wide range of employee needs, such as benefits inquiries and expense report assistance.AI-Powered Automation
The platform automates routine tasks like password resets, software provisioning, and knowledge base searches, freeing up IT teams to focus on strategic projects.Natural Language Interface
Moveworks uses advanced machine learning models, including its proprietary MoveLM™, to provide a natural language interface that allows employees to interact seamlessly and get accurate responses quickly.Enterprise Search
It features a powerful search engine that can find information across various file types and systems, delivering answers through a conversational interface.Service Management
Moveworks automates ticket resolution and routing, streamlining IT support processes and ensuring issues are resolved efficiently.Provision Management
The platform automates software provisioning and license management, improving efficiency and reducing costs.Knowledge Studio
It generates knowledge articles from support tickets and existing data, enhancing self-service capabilities.Multi-Language Support
Moveworks supports over 100 languages, making it highly beneficial for global companies.Quick Deployment
The platform can be fully deployed in as little as 7 weeks, with 35 pre-built plugins and hundreds of integrations ready to support various use cases from day one.Continuous Improvement
Moveworks provides AI-generated analytics to track the copilot’s impact, identify service improvement initiatives, and help develop digital transformation roadmaps.Disadvantages of Moveworks
While Moveworks offers numerous benefits, there are also some potential drawbacks to consider:Initial Setup Complexity
Setting up and customizing Moveworks can be resource-intensive and may require significant time and effort.Learning Curve
Employees and administrators may need time to adapt to the AI-driven support system, which can lead to a temporary decrease in productivity.Limited User Feedback
There is limited user feedback available online, which can make it difficult to gauge the full range of user experiences.Pricing Information
Pricing details for Moveworks are not publicly disclosed, which can make budget planning challenging.Potential Overreliance on AI
There is a risk of excessive dependence on automated processes without sufficient human oversight, which could lead to issues if the AI system fails or requires maintenance. Overall, Moveworks is a powerful tool that can significantly enhance employee productivity and satisfaction through its advanced AI capabilities, but it also requires careful consideration of the potential challenges involved in its implementation and use. Moveworks - Comparison with Competitors
Moveworks Unique Features
- Moveworks is an advanced AI-driven IT Service Management (ITSM) platform that uses natural language processing (NLP) and GPT-class machine learning models to automate and resolve IT issues efficiently. It can automatically resolve tickets, route them to the right experts, and provide instant support through its AI-powered chatbot.
- It automates tasks such as password resets, software provisioning, and managing permissions, significantly reducing the workload on the service desk.
- Moveworks integrates with existing systems, ensuring that employees have access to up-to-date information and that data stays clean and organized.
- It also helps in identifying and addressing recurring issues, automating the entire ticket lifecycle, and providing insights into improving existing systems.
Competitors and Alternatives
Zendesk
- Zendesk is a comprehensive customer service platform that offers AI-powered chatbots, automated ticketing, and multi-channel communication support. It supports email, chat, social media, and phone interactions, providing customizable workflows and detailed customer insights.
- Unlike Moveworks, Zendesk is more focused on customer-facing support rather than internal IT support.
Freshdesk
- Freshdesk is another customer support software that leverages AI-driven automation and insights. It offers AI-powered chatbots, a robust ticketing system, and automated workflows. Freshdesk integrates with various communication channels, similar to Zendesk, but is more geared towards managing customer interactions.
- Freshdesk does not have the same level of ITSM-specific features as Moveworks.
Intercom
- Intercom combines live chat, chatbots, and automation to deliver personalized customer service. It engages with customers in real-time and can handle common inquiries without human intervention. Intercom is more focused on customer engagement and sales than internal IT support.
- Intercom’s chatbots are highly customizable but may not offer the same level of IT-specific automation as Moveworks.
Rezolve.ai
- Rezolve.ai is a GenAI-enabled ITSM solution that integrates within Microsoft Teams. It offers instantaneous and personalized responses to IT and HR queries, auto-resolving up to 65% of inquiries. Rezolve.ai features a no-code automation studio, human-in-the-loop live chat, and conversational ticketing.
- Rezolve.ai is a strong alternative to Moveworks, especially for organizations already using Microsoft Teams, and it offers similar AI-driven automation features.
Help Scout
- Help Scout is a customer support platform that integrates AI to manage customer conversations across multiple channels. It offers features like AI Summarize, AI Assist, AI Drafts, and AI Answers to streamline support processes. Help Scout is more focused on customer-facing support and does not have the ITSM-specific features of Moveworks.
- Help Scout’s AI features are designed to empower support teams to deliver exceptional customer service, but it lacks the deep IT automation capabilities of Moveworks.
Potential Alternatives and Considerations
- Rezolve.ai is a strong contender for ITSM needs, especially if you are already using Microsoft Teams.
- Zendesk and Freshdesk are better suited for customer-facing support rather than internal IT support.
- Intercom is ideal for real-time customer engagement but lacks the IT-specific automation of Moveworks.
- Help Scout is excellent for managing customer conversations but does not offer the same level of ITSM automation.
When choosing an ITSM tool, consider the specific needs of your organization, scalability, customization options, ease-of-use, integration capabilities with existing systems, and the level of AI and automation features provided.
Moveworks - Frequently Asked Questions
Frequently Asked Questions about Moveworks
What does Moveworks do?
Moveworks is an AI platform that automates and enhances employee support within enterprises. It uses machine learning and natural language processing to resolve employee requests, such as IT issues, HR queries, and administrative tasks, quickly and efficiently. This automation helps reduce the workload on service desks and improves employee productivity.How does Moveworks automate IT support?
Moveworks automates IT support by categorizing and routing tickets to the right experts, adding work notes automatically, and resolving common issues like password resets without human intervention. For example, it can provision software, manage permissions, and troubleshoot common problems like VPN or Zoom Pro license issues. This automation ensures that support teams can focus on more complex and high-priority tasks.What is Adaptive Response in Moveworks?
Adaptive Response is a feature of Moveworks’ conversational AI that generates the most relevant responses to employee queries, even if the questions are vague or complex. It analyzes the user’s question, reviews all possible responses, and surfaces the most relevant solutions. This feature ensures that employees get the information they need quickly, without being led through a series of pre-scripted questions.How does Moveworks integrate with existing IT infrastructure?
Moveworks integrates deeply with existing IT infrastructure, including identity management systems like Active Directory and Okta. This integration allows it to perform tasks such as provisioning software, managing permissions, and securely restoring access to locked accounts without any help desk involvement. It also supports multiple languages, making it suitable for global companies.What are the efficiency gains and cost reductions with Moveworks?
Using Moveworks can lead to significant efficiency gains and cost reductions. It reduces the time employees spend resolving IT and administrative issues, allowing them to focus on their core tasks. By automating support functions, Moveworks minimizes the need for extensive support staff, thereby lowering operational costs. Additionally, it enhances employee satisfaction by providing instant solutions to problems.How does Moveworks handle language and global support?
Moveworks supports over 100 languages, making it a valuable asset for global companies. Its AI platform can handle employee requests in real-time within enterprise chat environments, ensuring that employees across different regions can get the support they need efficiently.What are the challenges in setting up Moveworks?
Setting up Moveworks requires significant customization and setup, which can be resource-intensive. There is also a risk of overreliance on automated processes without sufficient human oversight. Additionally, employees and administrators may need time to adapt to the AI-driven support system, as it involves a learning curve.Can Moveworks handle complex and ambiguous questions?
Yes, Moveworks can handle complex and ambiguous questions effectively. Its Adaptive Response feature allows the AI to analyze the context and previous user feedback to provide the most relevant solutions. This ensures that even vague or multifaceted questions can be resolved quickly and accurately.How does Moveworks improve the employee experience?
Moveworks improves the employee experience by providing instant solutions to problems, reducing support wait times, and automating routine tasks. It allows employees to resolve issues swiftly and efficiently, enhancing their overall productivity and satisfaction. The platform also integrates with existing systems to ensure that employees have access to up-to-date information and can complete tasks like filling forms and submitting expense reports directly through the chat platform.What kind of feedback does Moveworks use to improve its responses?
Moveworks uses feedback loops from user interactions to improve its responses. Every employee response, whether positive or negative, helps tune the AI models, ensuring that the most relevant information is pushed to the top. This continuous improvement process makes the chatbot more accurate and effective over time.Can Moveworks proactively identify and address recurring issues?
Yes, Moveworks can proactively identify and address recurring issues. By analyzing common support queries, it provides insights into the issues employees frequently face, such as troubleshooting VPN or Zoom Pro license issues. This information helps support teams build the right resources and make it easier for employees to get the specific help they need.